SIAM Problem Analyst: Drive Root Cause & Resolution

Capgemini; Inverness; Hybrid; GBP 45,000 - 75,000; Full time

Benefits offered by this job

Disability Confident Employer

Hybrid-first working model

Job summary

Capgemini in the United Kingdom is seeking a SIAM Problem Analyst to own end-to-end problem management across a multi-supplier environment and drive permanent resolutions. The role focuses on root cause analysis, governance, and data-driven insights to improve service stability and end-user experience.

You will coordinate suppliers and internal teams, monitor trends, and produce management information for strategic decision-making.

Qualifications

• Proven experience in Problem Management, Service Management, or Service Integration within complex multi-supplier IT environments.
• Strong understanding of SIAM principles, supplier governance, and coordination across multiple support teams.
• Experience conducting root cause analysis and driving permanent resolutions to reduce recurring issues.
• Solid knowledge of ITSM practices including Problem, Incident, Change, Service Level, and Supplier Management; good ITIL understanding.
• Ability to analyse incident, problem, and service performance data to identify trends and risks.
• Excellent stakeholder management and communication skills; able to influence suppliers and senior leadership.

Responsibilities

• Own the end-to-end Problem Management process across a multi-supplier service environment, ensuring problems are identified, prioritised, investigated, and managed effectively to reduce service disruption.
• Coordinate suppliers and internal support teams to perform root cause analysis, identify permanent fixes, and drive resolution of underlying service issues.
• Manage the lifecycle of problem records, ensuring timely investigation, escalation, communication, and governance in line with agreed processes and SLAs.
• Monitor incident and problem trends, identifying recurring issues, risks, and opportunities to improve service stability, resilience, and performance.
• Chair problem review meetings and facilitate cross-supplier collaboration to address complex issues and drive accountability for actions and outcomes.
• Produce meaningful problem management reports, trend analysis, and management information to support governance and strategic decisions.
• Lead continual improvement activities from problem investigations, ensuring lessons learned and corrective actions are tracked and delivered.

Skills

Problem Management

SIAM

ITSM

ITIL

Stakeholder Management

Root Cause Analysis

Tools

ITIL

Job description

Capgemini in the United Kingdom is seeking a SIAM Problem Analyst to own end-to-end problem management across a multi-supplier environment and drive permanent resolutions. The role focuses on root cause analysis, governance, and data-driven insights to improve service stability and end-user experience.

You will coordinate suppliers and internal teams, monitor trends, and produce management information for strategic decision-making.